Derek Haller Email & Phone Number

Boston, Ma, Us

Lead the 100 person strong Sales Technology team (Product, Design, Analytics, and Engineering), focused on the tech which enables our $X.Xbn/yr Wayfair Professional (B2B) program & $XXXm/yr global sales team.➔ Responsible for customer journey from program acquisition to activation, core B2B e-commerce funnel, seller tooling, and program enablement.➔ Conceived and delivered on a multi-year roadmap for new capabilities and products for sales/marketing automation, customer data platform, CPQ and seller productivity to generate $XXXm (2023) incremental lift.➔ Prototyped & brought to market first use cases for Gen AI (digital co-pilot, $XX increments lift), LLM-based room planner for internal design service offering (cool tech, no lift yet).➔ Built new sales engagement capabilities to optimize customer outreach, personalize marketing communication and apply targeted pricing strategies to drive $xxM+ in revenue growth opportunities.➔ Delivered ML-based automation and targeting for internal lead harvesting (think businesses we acquire to our B2C business), predictive dispositioning & book management to drive $XXM incremental revenue.➔ Led build & delivery of platform migration of sales agents across channels (phone, chat, SMS) from a legacy system to a bespoke solution aimed to provide shopping assistance and build customer relationships across sales and customer services interactions.➔ Discovery and definition of strategy for B2B customer journey; yielded investments in e-procurement portal integrations ($XXM/year, scaling up to $XXX in 2024), bespoke Search/Sort models leveraging CRM signals/Pro-specific boosts ($XXM+), personalization improvements for project shoppers ($XXM), self-serve CPQ, and post-order experience.➔ Strategy and delivery of domain-level tech transformation from monolith to microservices.

Boston, Ma, Us

Leadership role applying product management approaches to drive org effectiveness, tech transformation, product operations, and scary cross-cutting initiatives. We made those couches arrive on time!➔ Helping lead 1000 person technology org (Product, SWE, Design, Analytics, ML) that enables the global logistics, customer service, and operations.➔ Author & owner of org transformation strategy and blueprint; mid-way (Jul’21) through execution of multi-year, multi-hundred person upskilling, operating model shift (“empowered product team” playbook), and operating rhythm.➔ Creation and scaling of Product Analytics, Product Ops disciplines and teams (scaled to 50 hires).➔ Lead Technical Program Mgrs (TPMs) that drive cross-cutting tech programs; highlights include the revamping thePost-Order Customer Journey (~$15m in CS savings via contact deflection), UK & German Expansion (penetrating $100bn TAM; new regions online in early ‘22), and “Box-level Visibility” (think about how to best fwd position a headboard + rails in the physical world to get 2-day delivery speed).➔ Lots of enablement of leadership team: own definition & execution of roadmapping process, overall operating rhythms, working models, org design/team topologies, hiring, budgeting, and “resource allocation” (yuck, corpo-speak).

Boston, Ma, Us

Lead Product and Experience Design for the Post-Order Technology team, focused on the B2C customer experience (think: My Account) & multi-thousand agent customer service enablement.➔ Led a global team of 38 (29 product, 9 design) focused on all post-order customer experiences and customer service technology that touches 15m customers, 50m orders, and 12m service contacts (2019).➔ Launched Self-Service, creating $125m/year in call center savings, +400bps in Repeat Rate (LTV), +12% increase in NPS w/contact (to 52).➔ In-sourced solution for omni-channel contact center (Email, Live Chat, Phone); doubled contacts per hour (CPH), shifted 20% of phone channel to chat.➔ Improved the post-order customer journey, reducing Contacts Per Order (CPO) by 10% ($16m/year savings).➔ Optimized operational workflows for tier 2 escalation teams to save ~350 FTEs in capacity ($10.2m/year).➔ Created a Service Workflow platform: data science-enabled customer issue diagnosis, recommended action, andoptimized resolution recommendations for CS agents. Adoption attributed to $15m in savings (’19) from customer’staking lower cost resolutions to issues (with no dip in C-SAT/loyalty metrics).➔ Defined technology-wide Product Management competency model, levels, and career paths.

Organizer (and resurrector) for Product Tank DC, the DMV's largest and most active community of Product People. I revived this community after the previous organizers had to move on, grew it into a community of over 1,000 Members, and helped organize meet ups, speakers (and spoken 3 times myself) every other month.

Washington, Dc, Us

Executive role, ownership of product roadmap, product management and design functions, product strategy, and top-line product KPIs.➔ Head of Product for a portfolio of 5 vertical SaaS products (ARR growth from $4.5m to $17m; 103% revenue retention; < 8% customer churn; 4,500 customers).➔ Deal team for $XXXm exit to Vista Equity/Cvent in Sept 2018; two prior fundraise rounds w/Bessemer leading (owned pitch materials, product vision/strategy, all that startup fun).➔ Grew ARR from $6.5m (’15) to $17m (’17) by launching 3 new products, enabling expansion via cross-sell and up-sell (103% revenue retention (’17); 93% logo retention)➔ Increased platform-wide Monthly Active Users (MAUs) 28% YoY (29k, Feb ’18) with a 20% DAU/MAU ratio of engagement➔ Increased Net Promoter Score for core product from -12 to 36 (May ’18)➔ Managed Growth team, increasing Weekly Active Users by 3% WoW via introduction of freemium product line➔ Recruited, trained, and managed the entire Product Management and Product Design (UX) teams (15 FTEs)➔ Led the re-organization of the R&D department; transitioned into autonomous "Product Squads" from a flatProduct and Engineering organization; normalized our agile processes, strategic roadmap, and product ops.➔ Kept the lights on through three Engineering Leadership changes; interim Head of Engineering Mar-18 throughtoday (Jul-18)➔ Created cross-team feedback loops (VoC) to build learning and innovation into the org, make better decisions;introduced & outcome-oriented roadmap processes

Responsible for roadmap; product management, software development and design functions; product strategy; top-line product KPIs; and Washington DC office. iConsituent was a vertical SaaS product for Elected Officials (CRM + Email Marketing).➔ Head of Product for Govtech startup with $8mm ARR; stepped in after co-founder (CTO) exited➔ Ran a SaaS portfolio of two vertical SaaS products (CRM and Email Marketing for Congress) with an ASP of $30k➔ Products adopted by 25% of the US Senate, 20% of US House, 10% of the State Governors, and a handful ofenterprises➔ Lots of big data problems (over a billion emails sent from Email Marketing product, few hundred million processedthrough the CRM)

Worked directly with the CTO and senior management to set and maintain product strategy, define the product roadmap, and set/meet key milestones for comprehensive government e-commucations and CRM suite. Worked closely with management, key customers, product development teams, sales, and support to manage new product releases and quarterly upgrades for customers. Worked closely with development and quality assurance to ensure that features and functionality met market needs and were delivered on time with high quality. Created company-wide go-to-market plan for quarterly product releases and worked closely with other departments to ensure success.* Served as Product Manager (reporting to the CTO) with ownership of the CRM product and ultimately product portfolio (CRM, Email Marketing, Content Management System)* Accelerated CRM annual product growth from 8%, to 12%, to 26% year-to-year over three years through continuous, quarterly, product improvements to reach adoption goal of 100 Congressional Offices.* Instituted and managed User Voice to collect, aggregate, and respond to feedback from users. Used feedback to help prioritize product backlog and get buy-in on product roadmap.* Created product KPIs and internal dashboard and made a process for measurement and analysis by support team; KPI monitoring helped team perform proactive support and an overall customer satisfaction rating of 98%.* Product Lead for the first Social Media Analytics and Facebook Advertising dashboard for Congress; product/company were profiled in a Facebook Advertising Case Study in 2011.* Help define product, wrote specifications, and worked with distributed team to develop first iOS and Android Apps for U.S. House and Senate. Achieved 10% market adoption within six months.

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Served as product owner for development of InterAmerica's e-communication and CRM solution. In the role performed project management of remote and local development teams, requirements gathering, product definition, technical design, user interface design and management of product backlog from conception to delivery of version 1.0 product.* Product Manager for team 4 on-site and 3 off-shore developers working on continued enhancements to company’s flagship CRM.* Led complete rewrite onto new technology stack (.NET) of core CRM product to improve ship time and eliminate technical debt; shipped to 100+ customers over a staggered 4 month period to iterate product quickly and minimize customer backlash.* Led cross-functional team to get new CRM approved by regulatory bodies in both House of Representatives and United States Senate, which included performing product demos, writing proposals, and coordinating evaluations to meet upwards of 500 functional requirements.* Prepared and performed presentations and demos to assist CEO with acquisition exit; successfully acquired by iConstituent in March 2010 for undisclosed sum.

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Wrote user guides, software help, functional briefs for proposals.